The Role of Courier Service Quality in Building Customer Satisfaction and Customer Loyalty

Nando Septian (Institut Ilmu Sosial dan Ilmu Politik Jakarta)
Linda Rahmah Yuliati (Institut Ilmu Sosial dan Ilmu Politik Jakarta)
Harun Muhyiddin (Institut Ilmu Sosial dan Ilmu Politik Jakarta)
Ilham P. Hutasuhut (Institut Ilmu Sosial dan Ilmu Politik Jakarta)

Jurnal Mantik
Vol. 6 No. 2 (2022): August: Manajemen, Teknologi Informatika dan Komunikasi (Mantik)

This article reports the research results about the influence of Courier Service Quality in building Shopee's Customer Satisfaction and Customer Loyalty who uses Shopee Express delivery in 2020. This research aims to determine whether Courier Service Quality affects Customer Satisfaction positively and significantly and whether Customer Satisfaction affects Customer Loyalty positively and significantly. The research method uses a quantitative approach, data collected using a questionnaire, and data analysis using descriptive and inferential analysis. Inferential analysis using factor analysis and simple linear regression. The result shows: that Courier Service Quality has a positive and significant effect on Customer Satisfaction, and Customer Satisfaction has a positive and significant impact on Customer Loyalty